Job Description

Job Summary

An opportunity has arisen for an Operations Manager to join our Villa Fteam in Jumeirah Zabeel Saray.

Sales

• Set the strategies along with the DOSM and implementing sales activities in order to drive business from new clients (additional business to the existing portfolio of key accounts)
• Effectively develop the respective potential accounts and achieve the set revenue targets
• Monitoring market trends, collecting and sharing market intelligence with the team and the management.
• Supporting and communicating Jumeirah's brand promise" Stay Different".
• Source new partners to increase market share (concierge companies, high end travel agents, relocation companies, etc)
• Maximise revenue generation based on source market analysis.
• Develop annual Royal Residence strategy together with DOM and DOSM supporting overall hotel's Commercial Plan aimed to deliver financial targets.
• Establish annual revenue targets for the Royal Residences and utilize as measurement tool.
• Record Sales activities and accomplishments through Sales force
• Contribute to overall Commercial Strategy of JZS through collaboration with Sales, Marketing and Revenue leadership.

Front Office

• To ensure smooth and efficient daily operation of the Residences / Hotel ensuring that all guests and visitors receive an optimum level of service and care at all times.
• Trains, cross -trains, and retrains all Butlers / Guest Relations to execute brand standards.
• Organize/Perform/ Arrange curb side and In Villa/Top Suites check in for VIPs.
• Maintain and Execute room inspections, escorting, pre arrival calls, courtesy calls for VIP guest in house, Post stay emails and follow ups.
• Follow up / reply on guest reviews and complaints.
• Welcomes VIP guests, establish rapport and socialize to become a point of reference during stay and establish long term loyality.
• Directs the activities of Butlers / Guest Relations to create a welcoming experience.
• Establish correct protocol for pre arrival experience ensuring customized services.
• Ensure correct protocol and treatment is prepared and given to our high profile VIP guests.
• Ensure that all guest arrival and departure procedures are completed as defined in the Butler / Guest Relations Manual.
• Ensure that all Guest History Files are well maintained by supervising maintenance of guest history records and carrying out regular spot-checks on the quality & usefulness of the information.
• Handle customer complaints and feedback according to Jumeirah standards ensuring complaints are recorded when necessary.
• Personalization of guest experiences.
• Maintain privacy at all times, as the main point of contract.

Administrational

• Oversee the duty schedule of Butlers / Guest Relations to ensure that there is sufficient supervision and manning for all daily operations.
• Ensure that appraisal are conducted effectively in Residences department and recorded according to Jumeirah Policy.
• Ensure that SOP's and manual are updated and available for all colleagues.
• Ensure all training for colleagues is conducted and recorded.
• Control review and update SOP's whenever necessary and ensuring that any changes are communicated to all concerned staff.
• Maintain records of customer feedback and records of action taken to address complaints and negative rating and/or comments.
• Communicate new or amended procedures to relevant departments/colleagues in timely manner, ensuring they have been understood.

Operational

• Assist in the daily operation ensuring to always be a leading example showing excellent customer service skills.
• Attend the daily Rooms Division morning meeting.
• Ensure regular department meetings are being held and that open communication is taking place and outstanding issues are followed in all Residences Department.
• Attend Operational and Department Head meetings whenever required and actively participate in achieving common results.
• Build and maintain close relationship with VIP guests to obtain information about how to continuously improve the hotel services
• Meet or ensure proper greetings of VIP's on arrival according to VIP level and protocol.
• Identify customer service problems and make adjustments to standards, systems and procedures to ensure continued service quality.
• Measure and monitor operational performance to achieve best results at all times.
• Communicates and liaises at all times with Front Office Manager with regards to the daily operation and activities.
• Ensure that the highest quality service is delivered by all team members.
• Lead and motivate the team, ensuring maximum colleague productivity.
• Ensure manning and competence level of selected colleagues is sufficient for the department to meet the needs of the organization and customer
• Maintain open line of communication and ensure customer complaints/feedback is handled effectively and efficiently by liaising with other related departments and complying with Jumeirah & Customer Feedback standards.
• Demonstrate a full understanding and knowledge of all in-house services, facilities, amenities and functions.
• Handle customer complaints and feedback according to Jumeirah and ZS standards ensuring complaints are recorded when necessary.
• Supervise the daily allocation of VIP rooms and selection of appropriate VIP amenities.
• Carry spot-checks on, in-room VIP amenities to ensure that the correct Standard is maintained.
• Ensuring measurable quality objectives are established and actively participate in the review of these objectives.
• Actively promote an awareness of customer requirement.
• Ensure that colleagues are aware of the relevance and importance of their activities and how they contribute to the department objectives.
• Provide constant coaching, counselling and discipline to colleagues to ensure their capability to meet the needs of the customer and the organization.
• Work with Business Excellence for Root Cause Analysis.

Financial

• Issue purchase requests and approve store requisitions, ensuring that departmental stocks are sufficient, but not exceeding the requirement.
• To ensure that all department expenses are in line with the budget and that all costs are strictly controlled with focus on amenity costs

Other Duties

• Motivate colleagues and provides a work environment which brings out the best in team members
• Supports individual team members to achieve personal & professional goals
• Responsible to enhance skills of colleagues and team leader in various aspects of operations by constantly monitoring their performance levels.
• Achieves work objectives through effective delegation
• Undertakes bi-monthly feedback sessions for relevant team members
• Ensures that all employees follow health & safety rules and procedures.
• Takes corrective action when required to improve safety of work areas.
• Provides training to ensure all team members develop & grow

Qualifications

The ideal candidate for this position will have the following experience and qualifications:

• Able to converse and resolve guest complaints/issues in a calm and professional manner
• Detail-oriented, organized and very flexible with working extended hours
• Energetic with a positive attitude
• Diploma or Degree equivalent Hotel related education
• Minimum 02 years hotel leadership experience, including Guest Service / Sales Supervisory/Management experience
• Proficient in OPERA PMS
• Proficient in Windows - Word, Excel, PowerPoint
• Proficient in Outlook
• Language Skills such as Arabic, German or Russian would be of advantage
• Leadership skills
• Personal interaction skills
• Understanding of Cost Controlling
• Interviewing and hiring, disciplinary action, coaching, counselling